NIH Quality Assurance Manager

NIH Quality Assurance ManagerKey Concepts Knowledgebase, LLC., is seeking a Quality Assurance Manager (QA) for a project at a large NIH CIT support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.The QA key responsibilities are as follows:Develop and maintain a Quality Assurance Plan (QAP) that is organized and oriented to each service area (e.g., Service Desk, Deskside Support, etc.) and for which shall address approaches to monitoring and managing performance.Improve and/or develop Key Performance Indicators (KPIs) and metrics to manage performance and for identifying risk to CIT's Enterprise Architecture methodology.Provide both the client and corporate with weekly/monthly statistical reporting on QA across all IT service areas across the program.Execute scheduled quality improvement testing and activities to generate statistical data for reporting and QA validation or issues identification.Determine the resources required for quality control on program and maintain the level of quality throughout the program.Develop quality assurance standards and program processes to improve QA delivery and improvement throughout the duration of the program.Reporting of QA concerns and program issues identified to the client and corporate with proper reports to support issues identified.Work closely with the client, development team, VDI contractor, program manager and other managerial personnel to improve existing IT service delivery systems and ensure QA on new systems in development.Maintain standards for reliability and performance of service delivery systems by following our ISO/CMMI policies and procedures.Identify appropriate training and technology/tools which will improve the QA team in the execution of their duties and responsibilities.Qualifications:Knowledge, Skills and Abilities:Must be detail-oriented, organized, and can work under tight deadlines.Should have extensive experience as a Quality Assurance Manager in all aspects of QA in service delivery operations including software development, application/Hardware deployment, QA reporting across multiple departments, customer interaction and training/mentoring for the QA team.Very good Analytical problem-solving skills with application development, software/hardware deployment, IT service delivery, automated help desk support technologies and VDI systems.Have previous experience working on large government contracts in a leadership position as a QA manager.Position Requirements - Required:Excellent written and verbal communication skills with the ability to communicate to leadership, peers and subordinates.Very good analytical IT QA problem identification, troubleshooting and problem resolution skills.5+ years progressive experience as a QA Manager working in a federal government IT service delivery operation chartered with large scale, multi-faceted IT support.Excellent technical skills related to IT QA in service delivery, including Change Management, ability to understand program requirements, modifying or development of appropriate standards and procedures, thorough understanding of QA testing validation process and the capability to extract pertinent information for reporting.Skills, including proficiency with Microsoft (MS) Office (Word, Excel, PowerPoint, SharePoint, Outlook), Adobe, MS Teams, Google meet, Remedy/ServiceNow, software deployment (SCCM), Active Directory, Citrix, MS. Teams and Google Meet.Desired:NIH experienceITIL4 CertISO and/or CMMI certifications in auditingTraining and Certifications:Education: Bachelor's degree in Computer Science, engineering, or any IT related field with 5+ years' experience as a QA manager.Master's degree in Computer Science, engineering, or any IT related field with 2+ years' experience as a QA manager.HDI institute certificationsOther: Must be able to obtain and/or pass a public trust background check. Must be able to work flexible hours and multiple locations.Full-Time/Part-Time - Full-TimeLocation - BethesdaThis position is currently accepting applications. Key Concepts Knowledgebase